Latest news with #LeighSegall
Business Wire
11-08-2025
- Business
- Business Wire
Smart Communications Acquires Pendula, Advancing Omnichannel Orchestration With AI-Powered Engagement for the Agentic Era
LONDON--(BUSINESS WIRE)--Smart Communications, a leading technology company focused on helping highly-regulated organizations engage in more meaningful customer conversations, today announced its acquisition of Pendula, a trusted provider of intelligent orchestration and digital delivery technology. Pendula's customer engagement solution is renowned for helping enterprises complete their most critical customer interactions through personalized, intelligent, cross-channel engagement. Smart Communications' acquisition of Pendula brings the company's Intelligence Suite into Smart's Conversation Cloud™, unlocking powerful new AI capabilities for smarter, faster, and more personalized conversations. Share Today's customers expect interactions that are faster and smarter than ever across an ever-expanding range of channels. Enterprises are under increasing pressure to meet these expectations by automating conversations and interactions that are not only timely and personalized but also orchestrated across multiple channels. Smart Communications' latest State of Customer Conversations report found that only 54% of customers are satisfied with the omnichannel experiences provided by their financial services, insurance, and healthcare providers – a number that has declined year over year. This growing dissatisfaction highlights a critical gap between customer expectations and what organizations can deliver. Many still rely on fragmented systems and manual follow-ups, resulting in incomplete transactions, missed outcomes, and lost trust. Smart Communications' acquisition of Pendula addresses those challenges head-on by expanding its Conversation Cloud™ platform with intelligent orchestration capabilities. The result is a solution that reduces friction, increases completion rates, and extends engagement across high-performing digital channels such as SMS, email, WhatsApp, and RCS, helping heavily regulated enterprises connect with customers where they are, and ensuring every interaction leads to action. 'For Smart Communications, the future has always been about enabling smarter, more meaningful experiences with customers,' said Leigh Segall, CEO of Smart Communications. 'The acquisition of Pendula is the natural next step in our evolution, solving a key challenge our clients face: orchestrating and completing complex, high-value customer interactions across digital channels, at scale. It also strengthens the AI capabilities already embedded into the Conversation Cloud – enhancing decisioning, automation, and personalization to help our customers engage more intelligently and drive better outcomes across every touchpoint. ' Accelerating AI-Powered Conversations with Pendula's Intelligence Suite As part of the integration, Smart Communications will bring Pendula's Intelligence Suite into the Conversation Cloud™, unlocking powerful new AI capabilities for smarter, faster, and more personalized conversations. The suite includes analytics, AI decisioning, and configurable AI agents that work within precise workflows and guardrails—ensuring alignment with each organization's brand, goals, and compliance needs. From identifying trends and forecasting customer needs to delivering personalized responses and seamless handoffs to human experts, this AI-powered layer will help enterprises transform data into action and drive deeper engagement across every channel. Pendula's orchestration technology includes intelligent failover capabilities, ensuring that if a message fails to reach a customer via one channel, it is automatically rerouted to the next best channel. This significantly increases completion rates and reduces manual effort. Decisioning logic can be configured to guide the customer to their desired outcome and respond or redirect automatically based on natural language customer inputs. The solution offers seamless integration across the Conversation Cloud platform, and pre-built connectors for the world's most trusted enterprise systems including Salesforce, AWS, Snowflake, Zendesk, Stripe and more. The acquisition strengthens Smart Communications' ability to serve the complex needs of enterprises in highly-regulated industries – where customer attention is limited, compliance is non-negotiable, and operational efficiency is critical. Pendula technology extends the Conversation Cloud ™ with proven, enterprise-grade orchestration capabilities that help organizations increase completion rates, reduce manual effort, and ensure every interaction is secure, compliant, and connected across channels. Like all Conversation Cloud ™ solutions, Pendula technology is built to meet the highest standards for security and compliance. "At Pendula, we've always believed that today's customers want real conversations, not one-way broadcasts,' said Alex Colvin, CEO of Pendula. 'By joining Smart Communications, we are combining our orchestration expertise with the global reach and proven capabilities of the Conversation Cloud™ platform. Together, we will help enterprises move faster, connect more intelligently, and deliver personalized experiences that drive action at scale.' About Smart Communications Smart Communications is the trusted choice for regulated enterprises looking to modernize complex processes and connect with customers in the moments that matter most. Its Conversation Cloud™ platform powers frictionless, compliant, digital-first experiences through omnichannel communications, intelligent orchestration, secure data capture, and digital archival. More than 700 enterprises worldwide—including Zurich Insurance, Priority Health, The Pacific Financial Group, and The Bancorp—rely on Smart Communications to reduce compliance risk, boost operational efficiency, lower costs, and accelerate digital transformation. In 2025, the company was acquired by Cinven, a global private equity firm, to accelerate international expansion and further scale its platform in regulated markets. Today, with over 30 pre-built connectors, Smart Communications integrates seamlessly with trusted enterprise systems including Salesforce, AWS, Guidewire, DuckCreek, OneSpan, and Pega, and powers more than 60 billion mission-critical customer conversations each year. For more information, visit About Pendula Pendula is a leading customer engagement solution. Founded in 2017, the company has built a reputation for delivering innovative solutions that increase engagement, reduce churn and maximise customer lifetime values for leading brands like Shippit, University of London, Origin Energy, and Amaysim. With a commitment to security, efficiency, and customer success, Pendula continues to be a trusted partner for companies looking to drive better customer conversations. For more information, visit
Techday NZ
04-08-2025
- Business
- Techday NZ
Cinven acquires majority stake in Smart Communications for growth
Cinven has acquired a majority stake in Smart Communications, a cloud-based platform for enterprise customer communications. Smart Communications confirmed that the international private equity firm Cinven has taken a majority shareholding in the business. The company said this move supports its plans for long-term growth and accelerates expansion in regulated sectors. Previous investor Accel-KKR, which initially backed Smart Communications in 2016, will maintain a minority equity interest after the transaction completes. Financial terms have not been disclosed, and completion of the deal is subject to regulatory approvals and standard closing conditions. Business focus and clients Smart Communications provides its Conversation Cloud platform, which is designed for highly regulated industries requiring personalised yet compliant conversations across communication channels. The company says more than 650 organisations globally - including Zurich Insurance, Priority Health, The Pacific Financial Group, and The Bancorp - use its services to automate complex processes, manage risk, and support secure digital-first experiences. Leigh Segall, Chief Executive Officer of Smart Communications, commented on the new backing: "Cinven's conviction in our vision and recognition of our platform, market opportunity and customer momentum reinforce the strength of what we've built. With their deep expertise in technology and global growth, we are poised to accelerate our global expansion, advance our product innovation, and unlock even more value for clients in regulated industries. I'm thrilled to welcome Cinven as our new strategic partner as we mark an exciting new chapter for Smart Communications." Recent developments The transaction follows several recent developments for Smart Communications, including the April acquisition of Joisto, a cloud archiving provider. That technology was subsequently integrated into Smart Communications' new SmartHUB digital archiving solution, launched in June. The company has received recognition from research analysts such as IDC, Aspire, and Aragon Research for its work in the customer communication space. Investor perspective Thomas Railhac, Partner and Head of Cinven's Technology, Media and Telecommunications sector team, highlighted the rationale for the acquisition: "Smart Communications' differentiated, cloud-native SaaS technology and strong track record of serving enterprise customers in regulated sectors such as financial services, insurance, and healthcare make it a true stand-out in the industry. The company's relentless focus on innovation, deep customer relationships, and impressive growth perfectly align perfectly with Cinven's strategic vision. We're excited to partner with the Smart team and leverage our global footprint and operational expertise to help scale the business and unlock new growth opportunities." Adam Prindis, Partner at Cinven, also commented on the company's performance and potential: "Smart Communications exemplifies the qualities we seek in a transformative technology investment – a truly global addressable market, an innovative product suite and outstanding customer feedback. The company's ability to drive tangible value for customers, while maintaining impressive operational resilience, translates into best-in-class financial metrics. We are excited to collaborate, accelerating their expansion into new geographies and verticals, and building on a truly strong foundation." Details regarding the next steps in the transaction, including the expected timeframe for completion, were not disclosed by the companies. Follow us on: Share on:
Yahoo
01-08-2025
- Business
- Yahoo
Smart Communications Announces Strategic Investment from Cinven for Long-Term Growth
International PE firm backs Smart's bold vision to transform customer conversations in regulated industries LONDON, August 01, 2025--(BUSINESS WIRE)--Smart Communications, a leading technology company focused on helping highly-regulated organizations engage in more meaningful customer conversations, today announced that international private equity firm Cinven has acquired a majority stake in the company. This strategic investment reinforces Smart's position as the world's leading cloud-native provider of customer communications and interactive experience management technology. As part of the agreement, private equity firm Accel-KKR, which first backed Smart Communications in 2016, will retain a minority equity ownership position in the company going forward. Smart Communications' Conversation Cloud™ platform is purpose-built for regulated enterprises – empowering them to deliver personalized, compliant conversations across every channel. More than 650 leading organizations worldwide, including Zurich Insurance, Priority Health, The Pacific Financial Group, and The Bancorp, rely on Smart Communications to simplify and automate complex processes, reduce risk, improve operational efficiency, and drive secure, frictionless digital-first experiences. "Cinven's conviction in our vision and recognition of our platform, market opportunity and customer momentum reinforce the strength of what we've built," said Leigh Segall, Chief Executive Officer, Smart Communications. "With their deep expertise in technology and global growth, we are poised to accelerate our global expansion, advance our product innovation, and unlock even more value for clients in regulated industries. I'm thrilled to welcome Cinven as our new strategic partner as we mark an exciting new chapter for Smart Communications." Today's announcement follows a series of strategic investments by Smart Communications in the rapidly evolving customer conversation market. In April, Smart Communications announced the acquisition of cloud archiving provider Joisto and integrated the company's groundbreaking technology in its new SmartHUB™ digital archiving solution, which was unveiled in June. Smart's technological leadership and product innovation have also been consistently recognized by renowned analysts such as IDC, Aspire and Aragon Research. "Smart Communications' differentiated, cloud-native SaaS technology and strong track record of serving enterprise customers in regulated sectors such as financial services, insurance, and healthcare make it a true stand-out in the industry," said Thomas Railhac, partner and Head of Cinven's TMT sector team. "The company's relentless focus on innovation, deep customer relationships, and impressive growth perfectly align perfectly with Cinven's strategic vision. We're excited to partner with the team and leverage our global footprint and operational expertise to help scale the business and unlock new growth opportunities." "Smart Communications exemplifies the qualities we seek in a transformative technology investment – a truly global addressable market, an innovative product suite and outstanding customer feedback," added Adam Prindis, partner, Cinven. "The company's ability to drive tangible value for customers, while maintaining impressive operational resilience, translates into best-in-class financial metrics. We are excited to collaborate, accelerating their expansion into new geographies and verticals, and building on a truly strong foundation." Financial terms of the transaction were not disclosed. The transaction is subject to regulatory approvals and other customary closing conditions. About Smart Communications Smart Communications is the trusted choice for regulated enterprises looking to modernize complex processes and connect with customers in the moments that matter most. Its Conversation Cloud™ platform powers frictionless, compliant, digital-first experiences through omnichannel communications, intelligent data capture, and secure digital archival. More than 650 enterprises worldwide - including Zurich Insurance, Priority Health, The Pacific Financial Group, and The Bancorp - rely on Smart Communications to reduce compliance risk, boost operational efficiency, lower costs, and fast-track digital transformation that fuels business growth and elevates the customer experience. With more than 30 pre-built connectors, Smart Communications' cloud-native platform integrates effortlessly with the world's most trusted enterprise systems including Salesforce, Guidewire, DuckCreek, OneSpan, and Pega, enabling more than 60 billion mission-critical customer conversations globally, and driving faster time to value. About Cinven Cinven is a leading international private equity firm focused on building world-class global and European companies. Its funds invest in six key sectors: Business Services, Consumer, Financial Services, Healthcare, Industrials and Technology, Media and Telecommunications (TMT). Cinven has offices in London, New York, Frankfurt, Paris, Milan, Madrid, Guernsey and Luxembourg. Cinven takes a responsible approach towards its portfolio companies, their employees, suppliers, local communities, the environment and society. Cinven Limited is authorised and regulated by the Financial Conduct Authority. Cinven Fund Management S.à r.l. is authorised and regulated by the Commission de Surveillance du Secteur Financier. In this press release 'Cinven' means, depending on the context, any of or collectively, Cinven Holdings Guernsey Limited, Cinven Partnership LLP, and their respective Associates (as defined in the Companies Act 2006) and/or funds managed or advised by any of the foregoing. For additional information on Cinven please visit and View source version on Contacts Media Contacts Red Lorry Yellow Lorry (on behalf of Smart Communications)Alex JafarzadehTel. +1 (617) 608-8852Email. smartcommunications@ Cinven Clare BradshawTel. +44 (0)7881 918 967Email. Alison RaymondTel. +44 (0)7826 856198Email. Brunswick Group (Advisers to Cinven) Cinven@ Joanna DonneTel. +44 (0)7834 307 881Email. jdonne@ Max McGahanTel. +44 (0) 7834 502369Email. mmcgahan@ Error in retrieving data Sign in to access your portfolio Error in retrieving data Error in retrieving data Error in retrieving data Error in retrieving data
Business Wire
01-08-2025
- Business
- Business Wire
Smart Communications Announces Strategic Investment from Cinven for Long-Term Growth
LONDON--(BUSINESS WIRE)-- Smart Communications, a leading technology company focused on helping highly-regulated organizations engage in more meaningful customer conversations, today announced that international private equity firm Cinven has acquired a majority stake in the company. This strategic investment reinforces Smart's position as the world's leading cloud-native provider of customer communications and interactive experience management technology. As part of the agreement, private equity firm Accel-KKR, which first backed Smart Communications in 2016, will retain a minority equity ownership position in the company going forward. Smart Communications' Conversation Cloud™ platform is purpose-built for regulated enterprises – empowering them to deliver personalized, compliant conversations across every channel. More than 650 leading organizations worldwide, including Zurich Insurance, Priority Health, The Pacific Financial Group, and The Bancorp, rely on Smart Communications to simplify and automate complex processes, reduce risk, improve operational efficiency, and drive secure, frictionless digital-first experiences. 'Cinven's conviction in our vision and recognition of our platform, market opportunity and customer momentum reinforce the strength of what we've built,' said Leigh Segall, Chief Executive Officer, Smart Communications. 'With their deep expertise in technology and global growth, we are poised to accelerate our global expansion, advance our product innovation, and unlock even more value for clients in regulated industries. I'm thrilled to welcome Cinven as our new strategic partner as we mark an exciting new chapter for Smart Communications.' Today's announcement follows a series of strategic investments by Smart Communications in the rapidly evolving customer conversation market. In April, Smart Communications announced the acquisition of cloud archiving provider Joisto and integrated the company's groundbreaking technology in its new SmartHUB™ digital archiving solution, which was unveiled in June. Smart's technological leadership and product innovation have also been consistently recognized by renowned analysts such as IDC, Aspire and Aragon Research. 'Smart Communications' differentiated, cloud-native SaaS technology and strong track record of serving enterprise customers in regulated sectors such as financial services, insurance, and healthcare make it a true stand-out in the industry,' said Thomas Railhac, partner and Head of Cinven's TMT sector team. 'The company's relentless focus on innovation, deep customer relationships, and impressive growth perfectly align perfectly with Cinven's strategic vision. We're excited to partner with the team and leverage our global footprint and operational expertise to help scale the business and unlock new growth opportunities.' 'Smart Communications exemplifies the qualities we seek in a transformative technology investment – a truly global addressable market, an innovative product suite and outstanding customer feedback,' added Adam Prindis, partner, Cinven. 'The company's ability to drive tangible value for customers, while maintaining impressive operational resilience, translates into best-in-class financial metrics. We are excited to collaborate, accelerating their expansion into new geographies and verticals, and building on a truly strong foundation.' Financial terms of the transaction were not disclosed. The transaction is subject to regulatory approvals and other customary closing conditions. About Smart Communications Smart Communications is the trusted choice for regulated enterprises looking to modernize complex processes and connect with customers in the moments that matter most. Its Conversation Cloud™ platform powers frictionless, compliant, digital-first experiences through omnichannel communications, intelligent data capture, and secure digital archival. More than 650 enterprises worldwide - including Zurich Insurance, Priority Health, The Pacific Financial Group, and The Bancorp - rely on Smart Communications to reduce compliance risk, boost operational efficiency, lower costs, and fast-track digital transformation that fuels business growth and elevates the customer experience. With more than 30 pre-built connectors, Smart Communications' cloud-native platform integrates effortlessly with the world's most trusted enterprise systems including Salesforce, Guidewire, DuckCreek, OneSpan, and Pega, enabling more than 60 billion mission-critical customer conversations globally, and driving faster time to value. About Cinven Cinven is a leading international private equity firm focused on building world-class global and European companies. Its funds invest in six key sectors: Business Services, Consumer, Financial Services, Healthcare, Industrials and Technology, Media and Telecommunications (TMT). Cinven has offices in London, New York, Frankfurt, Paris, Milan, Madrid, Guernsey and Luxembourg. Cinven takes a responsible approach towards its portfolio companies, their employees, suppliers, local communities, the environment and society. Cinven Limited is authorised and regulated by the Financial Conduct Authority. Cinven Fund Management S.à r.l. is authorised and regulated by the Commission de Surveillance du Secteur Financier. In this press release 'Cinven' means, depending on the context, any of or collectively, Cinven Holdings Guernsey Limited, Cinven Partnership LLP, and their respective Associates (as defined in the Companies Act 2006) and/or funds managed or advised by any of the foregoing. For additional information on Cinven please visit and
Sinar Daily
29-06-2025
- Business
- Sinar Daily
Survey finds consumers warming to AI, frustrated by omnichannel gaps
The report also stated that 67 per cent of respondents would switch service providers if communications did not meet their expectations, underlining the importance of effective engagement. 29 Jun 2025 06:00pm Global consumers are increasingly open to AI in healthcare, finance and insurance customer experiences, signalling a shift in expectations for personalised and efficient service. - 123RF photo KUALA LUMPUR - A growing number of global consumers are ready to embrace artificial intelligence (AI) in customer experiences within healthcare, financial services and insurance sectors but continue to be frustrated by poor omnichannel services and outdated data collection processes, according to new research by Smart Communications. In its 2025 Customer Experience Benchmark report, the technology firm said the survey, which polled 3,000 consumers worldwide, found 62 per cent rated communications from service providers in these sectors as good or excellent, with notable gains in banking (67 per cent), insurance (46 per cent) and healthcare (75 per cent). Despite growing AI acceptance, many consumers remain frustrated by inconsistent omnichannel services and complex digital forms, highlighting the need for simpler, faster data collection processes. - Photo illustrated by Sinar Daily However, the report also noted that 67 per cent of respondents would switch service providers if communications did not meet their expectations, underlining the importance of effective engagement, according to a statement. "Customer expectations are shaped by top brands in retail and technology. When sectors like healthcare and banking fall short, they risk losing customer loyalty,' said Smart Communications chief executive officer, Leigh Segall. The survey revealed a shift in consumer attitudes towards AI, with 54 per cent open to receiving health recommendations, 51 per cent to insurance plan changes, and 46 per cent to financial advice powered by AI. Meanwhile, concern over data security and ethical use has declined, with only about 31 to 32 per cent of respondents expressing hesitation. Despite this growing trust, only 13 per cent of consumers believe generative AI surpasses humans in crafting customer communication content, while 46 per cent insist on human oversight of AI-generated content. On omnichannel experience, just 54 per cent of respondents expressed satisfaction, and 60 per cent said they would trust companies more if these experiences were consistent. Preferences varied by generation, with email most favoured by the Silent Generation (48 per cent) and least by Generation Z (39 per cent). Print ranked lowest across all groups. The study also highlighted challenges with data intake processes. Some 66 per cent of consumers, including 73 per cent of Millennials and 71 per cent of Generation Z said they would abandon interactions if forms were too complex. About 90 per cent of respondents ranked speed and simplicity as key when completing forms, while 63 per cent preferred guided digital forms over fillable PDFs. A further 77 per cent expressed a preference for digital over manual processes such as printing or mailing. - BERNAMA More Like This
